In my last post i ended with the line "You get a positive customer to begin with, not at neutral or below."
I thought deep whether it is good or bad to have a new customer who already has heard so much good things about you and carries a positive mindset for you or your service. When a customer is positive towards you, he is expecting better than usual and now its a pressure upon you to stand upto his expectations. It depends whether you think like Sachin Tendulkar and believe pressure to be a privilege. But it is not your business to deliver better than usual at the same usual price. But than isn't this one of the differentiators.
One point where i can really think it to be a benefit is that suppose if you or your team/subordinates screw the service for him, there are good chances that you still have a 50% success rate for him. He will believe that this was the only time where you screwed up, otherwise you deliver better than usual as that is what the customer's recommendee had experienced. In this case, the customers opinion about you would really depend on where or whom the recommendation came from. If he has a positive outlook for the recommendee than probably he would leave with a neutral mindset.
((+ve mindset about recommendee) * (+ve experience of recommendee) )+ (-ve experience of self) = almost neutral mindset about the service
You can similarly try other mathematical expressions to see what will this referred customer think. Human brain doesn't comply with mathematics but this is the closest you can get.
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